TalentPulse is typically classified as a system with non-critical or low availability requirements, unlike online banking, ERP, HRMS, etc. Consequently, the Service Level Agreement matrix has been designed with turnaround times that align reasonably with industry practices.




Severity Level
Definitions
Examples
First Response
Resolution
1 - Urgent

  • Critical system issue resulting in a complete halt in operations

  • Data breach or security incident with immediate threat

  • High impact system failure affecting a significant no. of users and require hotfix

  • All essential features not functioning and no workaround, necessitating immediate attention


  • System or server down or unaccessible completely

  • Cyber attack


Business Day

  • Within 1 hour


Non Business Day

  • Within 1 hour if escalation beyond help desk


Within 8 hours
2 - High

  • Major system issue but not resulting in a complete halt in operations

  • No data breach but security incident with temporary mitigation in place

  • High priority system bug affecting targeted group of users and require bugfix

  • Several essential features not functioning and no acceptable workaround, necessitating prompt solution


  • Large group of users unable to proceed with online form or assessment, leading to a significant drop in applications

  • Assessment page loading but still able to view status or download reports due to technical issue


Business Day

  • Within 1 hour


Non Business Day

  • N/A


Within 2 business days
3 - Medium

  • Moderate system issue resulting in service degradation to operations

  • No data breach and security incident

  • Non-urgent system bug and/or medium priority feature request

  • Several features not functioning with acceptable workaround and require timely solution


  • Encounter error messages but still able to proceed with assessment or workaround e.g. clear cache, incognito, change devices, etc

  • Experience slower page response time, while it is affecting productivity, it does not cause a complete work stoppage

  • Specific feature request to fulfill project scope


Business Day

  • Within 8 hour


Non Business Day

  • N/A


Within 5 business days
4 - Low

  • Minor system issue or inquiries resulting in either mild or no impact to operations

  • No data breach and security incident

  • General inquiry and/or low priority feature request

  • Most features are functioning with acceptable workaround and require timely solution


  • General inquiries

  • Useful feature or improvement based on market standard but does not immediately impact day-to-day work


Business Day

  • Within 24 hour


Non Business Day

  • N/A


Within 15 business days or based on product roadmap